Customer Support Executive (Non-Voice)

Shell Infotech

Hyderabad

On-site

INR 250,000 - 400,000

Full time

6 days ago

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Job summary

Shell Infotech is hiring for a Non-Voice Customer Support Advisor to handle US customer queries, service requests, and transactions in a fast-paced environment.

The role requires excellent English, good typing and CRM skills, and willingness to work from office in Kokapet, Hyderabad, with night shifts. Freshers may apply; prior BPO or customer service experience is a plus.

Qualifications

Graduate in any discipline preferred.
Freshers may be considered depending on the hiring requirement.
Experience in BPO, Customer Service, International Voice, Chat or Non-Voice is an advantage.
Excellent English communication skills.
Good typing and written communication skills for non-voice/chat roles.
Strong problem-solving and multitasking abilities.
Comfortable working in rotational and night shifts.
Basic knowledge of computers, MS Office and CRM applications.
Willingness to work from office as per business requirements.

Responsibilities

Handle customer queries through chat and/or non-voice channels and Voice depending on business requirements.
Assist customers with rider and driver account-related concerns.
Resolve customer issues related to local transportation services.
Handle account access, verification and security-related queries.
Provide accurate information regarding services, bookings and account-related requests.
Investigate customer concerns and provide appropriate resolutions within defined guidelines.
Maintain a high level of customer satisfaction during every interaction.
Document customer interactions accurately in CRM/internal systems.
Follow standard operating procedures, quality guidelines and process policies.
Escalate complex or unresolved issues to the appropriate support team.
Protect customer information and maintain confidentiality.
Meet defined performance metrics such as CSAT, AHT, productivity, quality and resolution targets.
Maintain professional communication and demonstrate empathy while handling customers.
Adapt to process updates, new tools and changing business requirements.

Skills

English communication

Typing speed

Problem solving

Multitasking

Customer service mindset

Night shift flexibility

Education

Graduate

Tools

CRM software

MS Office

Job description

We are looking for customer-focused and detail-oriented Non Voice Process as Customer Support Advisors to join the our client. The role involves assisting US customers queries, service requests, transactions and general support.

The ideal candidate should have excellent communication skills, strong problem-solving ability and the confidence to handle customer interactions in a fast-paced international environment.

Key Responsibilities

Handle customer queries through chat and/or non-voice channels and Voice depending on business requirements.
Assist customers with rider and driver account-related concerns.
Resolve customer issues related to local transportation services.
Handle account access, verification and security-related queries.
Provide accurate information regarding services, bookings and account-related requests.
Investigate customer concerns and provide appropriate resolutions within defined guidelines.
Maintain a high level of customer satisfaction during every interaction.
Document customer interactions accurately in CRM/internal systems.
Follow standard operating procedures, quality guidelines and process policies.
Escalate complex or unresolved issues to the appropriate support team.
Protect customer information and maintain confidentiality.
Meet defined performance metrics such as CSAT, AHT, productivity, quality and resolution targets.
Maintain professional communication and demonstrate empathy while handling customers.
Adapt to process updates, new tools and changing business requirements.

Candidate Requirements

Graduate in any discipline preferred.
Freshers may be considered depending on the hiring requirement.
Experience in BPO, Customer Service, International Voice, Chat or Non-Voice is an advantage.
Excellent English communication skills.
Good typing and written communication skills for non-voice/chat roles.
Strong problem-solving and multitasking abilities.
Comfortable working in rotational and night shifts.
Basic knowledge of computers, MS Office and CRM applications.
Willingness to work from office as per business requirements.

Eligibility